The Housekeeping Team Leader is responsible for the immediate supervision of members of the housekeeping department. The Team Leader will supervise and inspect the work assigned. Responsibilities include but not limited to inspecting public areas, guests rooms, counseling, interviewing, resolving guest complaints, general office duties and assist with special projects. 

DUTIES AND RESPONSIBILITIES 

Housekeeping Operations

• Supervise/Inspect work assigned in the housekeeping area. 
• Ensure all public areas, laundry and room areas are clean and ensure quality standard (i.e. inspect all assigned areas to ensure furnishings, guest rooms, equipment, linen, public areas are clean and in good repair).
• Inspect and help maintain storage rooms clean, neat and with all adequate supplies
• Assist with housekeeping inventory.
• Assist with minimizing waste in all areas of housekeeping
• Assist with opening/closing of shift including but not limited to filling out requisitions, reports, maintenance request forms, log books, lost and found etc. 
• Assist with scheduling, room assignments and project management.
• Manage business email account, assist with housekeeping phones/radios, and PMS (GXP, Lightspeed etc.) system. 
• Assist management with accident reporting, including completing forms, sending associates to appropriate clinic and following up etc. 
• Regularly assist with deep cleaning projects and other duties. 
• Demonstrate brand standards, behaviors, hallmarks and mandates.
• Follow all emergency and safety guidelines in order to provide a safe and secure environment for guests, associates and visitors.
• Follow all guidelines, policies and procedures as outlined by PHM’s Employee Handbook such as, reporting to scheduled shift, report to work on time, reporting absences, have a professional demeanor, etc. 

Interpersonal Relationships

• Establish conversations with guests and associates in a professional manner, and smile often in order gain trust and loyalty.
• Assist with training and or providing guidance/feedback to associates as needed.
• Receive training and guidance/feedback from managers and associates. 
• Resolve and address all guest and associate questions and or concerns in a timely, creative and professional manner.
• Report any issues, concerns and or suggestions to management.
• Have constant communication with all hotel departments in order to ensure guest satisfaction. 

Financials

• Follow and maintain posted schedule to help reduce overtime and missed meal hours. 

WORKING ENVIRONMENT

The hotel is in a public business atmosphere which varies temperature based indoor and outdoor climate. The nature of this job is mainly indoors but may require being outdoors. In addition, the housekeeping laundry office is often hot, damp, loud and filled of equipment and chemicals. 

Some travel may be required in order to attend hotel events not limited to meetings, trainings etc. 

EDUCATION

N/A

WORK EXPERIENCE 

1-2 years of Room Attendant experience in a hotel environment.

Knowledge

• Basic English understanding. 
• Basic computer/tablet knowledge, including search engines, managing email account, and familiarity with using apps on tablets/phone. 
• Basic Reading and Writing to pass along notes, comments etc. 

Skills

• Interpersonal skills such as listening, smiling, relating, asking questions, teamwork, etc. 
• Have the skill to manage multiple tasks at a time, maintain focus and structure under pressure.
• Have the skill to resolve conflicts with ease and professionalism to ensure maximum guest and associate satisfaction. 

Abilities

• Ability to develop and maintain relationships with both associates and guests to build trust and loyalty.
• Ability to maintain consistent positive energy, self-motivation, and passion for hospitality. 
• Ability to keep hotel sensitive information confidential such as guest profiles, etc. 
• Ability to easily adapt to various situations, constant change, handle high pressure and remain composed and focused.

PHYSICAL REQUIREMENTS

Prolonged standing/walking for 8 hours.

Ability to walk around the hotel, up and down stairs, stoop, kneel, lift a minimum of 50 lbs. and push and pull approximately 200 lbs. 

BUSINESS ATTIRE

To present a professional and business image to guests, associates and public we ask that all associates follow PHM’s dress and grooming standards available in the PHM Handbook on page 16. Standards include wearing full uniform at all times, uniform must be neat, clean and wrinkle free, practice good personal hygiene, and grooming. 

PREFERRED QUALIFICATIONS

• Bilingual or Multilingual
• Prior Supervisory Experience
• Emotional Intelligence Training 

The Sheraton Palo Alto (a Pacific Hotel Management Hotel), functions 7 days a week, 24 hours a day. All associates must acknowledge and understand this fact and be aware that at times it may be necessary to move an associate from their accustomed shift as business dictates.